And, believe it or not, this was all while I was trying to PAY THEM MONEY on behalf of somebody who is no longer able to handle their finances for medical reasons. Very sad medical reasons. I even have a Power of Attorney document in my hand which allows me to take care of things like this when needed. Like now. But they don't give a shit. "YOU HAVE CALL THE NUMBER ON THE BACK OF THE CARD!!!"

But I don't have the card. And they won't even go get me the number so I CAN call.

Needless to say, I'm fuming.

What kind of customer service is that? If your damn job is to help customers, then get off your ass and help the customer! Had somebody come to me with a horrible situation like this, I would have done everything I could to help them. Need to pay a bill for somebody who is medically unable? I'm sorry I can't help you with that... but let's go find somebody who can place a call for you. You drove all the way down here, so let's get this taken care of, okay?

But no.

I get sent away with literally nothing.

I tried web-chat at the JC Penney website, but they tell me billing issues must be handled by phone. Okay. At least the chat agent actually GIVES ME THE FRICKIN' PHONE NUMBER.

So then I try to call customer service. But you can't get through to a REAL PERSON without an account number or social security number for the card holder. Well, I don't have any of that, and the automated answering system provides no way to explain the situation. I kept saying "help" and "customer service" and pressing "0"... but the phone robot goes in a loop and insists that I give the information it wants. After eight minutes (I checked!) of trying every option available, I manage to confuse the system enough that an operator finally picked up.

Who treats a customer like this?

JC Penney, apparently.

I managed to keep my cool while explaining the situation to the very nice phone agent, but it's rough. The guy apologizes for all I've been though and seems sincere, so I pay the bill, thank him, then hang up the phone.

How in the hell has customer relations degraded to this sorry state?

I became a JC Penney fan when the company made a big effort to be inclusive in both their philosophy and advertising. Who can say no to Ellen DeGeneres? Not me. I started shopping at Penney's because I support companies who embrace diversity, treat all people with kindness, and want their customers to feel good about supporting them with their hard-earned money.

Now I don't give a shit if the local JC Penney burns to the ground.

Boy, it sure doesn't take much for a company to turn a good customer into a bitter enemy now-a-days, does it?

Comments

Couldn’t agree more. Obviously people receive NO training and don’t have enough brains to suggest asking another employee who might, just might, know a bit more. No wonder they’re closing stores right and left. You reap what you sow, JCP.

Yes customer service sucks nowadays. I remember back when I was working in retail and we were told to do that. I was constantly told, “you can’t do this or that to help anyone because they can turn around and sue you.” It was drilled in to only provide minimal help with things because if you handled someone’s card too much, or gave them a number that turned out to be wrong, or god forbid gave out personal information you were making the store liable for crap and I’ve come close to being fired for calling card customer support for an elderly lady who physically couldn’t see the phone (and reading her number to her to repeat).

It makes me really sad because instead of wanting to help people I just became bitter about people in general.

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